HR Manager - Customer

Job summary

HR Manager – Customer

£54,000 per annum

Bedford

6 Month Fixed Term Contract

Hybrid Working

Role Overview

Join us at the Money and Pensions Service (MaPS) as a HR Manager – Customer. This role offers you the chance to make a significant impact by providing expert HR advisory support to customer-facing teams, ensuring excellent employee experience and compliance with employment law and MaPS policies. The role includes line management of HR Advisors, supporting their development and performance. The HR Manager – Customer works in close partnership with the HR Manager - People Change & Integration to embed new employees, support organisational change, and deliver consistent, customer-focused HR solutions.

You’ll be part of a dynamic team dedicated to helping people across the UK improve their financial wellbeing.

About Us
The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.

At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values:

• Caring
  We care about our colleagues and the people whose lives we are here to transform.
• Connecting
  We will transform lives through our ability to make positive connections.
• Transforming
  We are committed to transforming lives and making a positive societal impact.

Our Inclusive Working Environment
By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”

Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.

Job description

HR Advisory & Customer Support

• Provide expert advice and guidance to managers and staff in customer-facing teams on all HR matters, including employee relations, performance management, absence, and casework.
• Coach and support managers to build their capability in people management, policy application, and employee engagement.
• Ensure HR advice is pragmatic, risk-based, and aligned with MaPS values and business objectives.

Line Management of HR Advisors

• Lead, manage, and develop HR Advisors within the customer team, providing regular supervision, feedback, and support.
• Set clear objectives and expectations, monitor performance, and support professional development.
• Allocate casework and project responsibilities, ensuring effective workload management and high standards of service delivery.
• Foster a collaborative and supportive team culture, encouraging continuous learning and improvement.

Collaboration with HR ManagerPeople Change & Integration

Work closely with the HR Manager Integration to ensure the smooth onboarding and embedding of new employees, particularly following organisational change or TUPE transfers.

• Share insights and feedback to continuously improve integration processes and employee experience.
• Jointly deliver training, workshops, and communications to managers and employees on new policies, processes, and organisational changes.

Policy, Compliance & Best Practice

• Ensure all HR activities comply with employment law, MaPS policies, and best practice.
• Support the review and implementation of people policies, ensuring they are understood and consistently applied across customer teams.
• Maintain accurate records and documentation for all HR activities.

Projects & Continuous Improvement

• Lead or contribute to HR projects that enhance the employee experience, support organisational change, or improve HR processes within customer-facing teams.
• Analyse HR data and metrics to identify trends, risks, and opportunities for improvement.
• Foster a culture of continuous improvement and learning within the customer HR advisory function.

Stakeholder Engagement & Communication

• Build strong relationships with managers, employees, trade unions, and other stakeholders to support positive employee relations and organisational outcomes.
• Act as a role model for MaPS values and champion a positive, inclusive workplace culture.

Person specification

You will need to demonstrate the following experience;

• CIPD qualified (Level 5 or above) or equivalent experience.
• Proven experience in HR advisory or management roles, ideally within customer-facing or service environments.
• Demonstrable experience in line management, coaching, and developing HR professionals.
• Strong knowledge of UK employment law, HR policies, and best practice.
• Excellent coaching, communication, and stakeholder management skills.
• Experience supporting organisational change and employee integration.
• High level of personal resilience, adaptability, and emotional intelligence.
• Commitment to continuous professional development and MaPS values.

Benefits

What We Offer

• Generous Annual Leave – 30 days plus Bank Holidays
• Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
• Interest-free loan for season tickets for buses and trains
• Cycle to work Scheme
• Subsidised eye tests & flu jabs
• Life assurance scheme
• Give as you earn scheme
• Employee assistance programme (EAP)
• PAM Assist and PAM Life scheme (Wellbeing)
• Enhanced family and sick pay
• Paid volunteering (2 days a year)
• Recognition Scheme
• Discounts portal to numerous retailers

Flexible Working
At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Career Development
In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.

Reserve List
If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Application Process
The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: recruitment@maps.org.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.

Step 1: Submit Your Application

Open: 27/01/2026 , Deadline: 10/02/2026

To apply, please submit the following document:

1. Your most up-to-date CV

Step 2: Telephone Interview

Between 27/01/2026 – 12/02/2026

If your application is shortlisted, you will be invited to a telephone interview with one of our recruiters. This is an opportunity to:

• Discuss your experience in more detail
• Learn more about the role and our organisation
• Ask any questions you may have

Step 3: Final Stage Interview

Hosted on 20/02/2206 & 23/02/2026

Successful candidates from the telephone interview will be invited to attend a remote interview over Microsoft Teams. This stage will include:

• A presentation /task
• A series of competency-based interview questions

We follow fair, open, and merit‑based recruitment in line with the Civil Service Commission’s Recruitment Principles.

Job Reference: MaPS01081

Close Date: 10/02/2026

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : sophie rigney
• Email : sophie.rigney@reed.com

Recruitment team

• Email : sophie.rigney@reed.com